Castor

Customer Support

• Lead, coach, and develop a global team of Technical Customer Support Specialists.
• Serve as the primary escalation point for complex customer issues.
• Own and evolve global partnerships managing support services.
• Manage team engagement and productivity across multiple time zones.
• Drive improvements by analyzing global KPIs.
• Identify and implement AI enablement for support.
• Accountability for customer SLAs.
• Collaborate cross-functionally with Product, Engineering, and Implementation teams.
• Champion a culture of customer empathy and continuous improvement.
• Define, develop, and maintain SOPs and related collateral.
• Adhere to HIPAA regulations and company policies regarding confidentiality.

Senior Manager – Customer Support

• Lead, coach, and develop a high-performing global team of Technical Customer Support Specialists.
• Serve as the primary escalation point for complex or critical customer issues.
• Own and evolve global partnerships for support services.
• Manage team engagement and productivity across multiple time zones.
• Drive improvements by analyzing global KPIs and leading initiatives.
• Identify and implement opportunities for deeper support via AI enablement and automation.
• Collaborate cross-functionally with Product, Engineering, Implementation, and Customer Success teams.
• Champion a culture of customer empathy, excellence, accountability, and continuous improvement.
• Define, develop, and maintain SOPs and related collateral for the Support team.
• Adhere to HIPAA regulations and all global privacy requirements.

Senior Manager, Customer Support

Product Operations

• Be our product automation architect, turning manual tasks into seamless workflows.
• Focus on the distribution of information rather than content.
• Automate the flow of meeting transcripts into Jira tickets.
• Ensure release notes are distributed automatically to clients.
• Streamline operations to dedicate time to core Product Management and strategy.

Product Operations Lead

Implementation Specialist

• Identify opportunities where AI can streamline operations and improve efficiency
• Partner with teams in Finance, Sales, Operations and beyond to understand their challenges and implement practical AI-powered solutions
• Turn manual, time-consuming processes into automated, intelligent workflows
• Serve as the go-to person for 'Can AI help with this?' questions

AI Implementation Specialist

Sales Development Rep

• Execute targeted outreach campaigns to convert non-direct inbound MQLs into SQLs and qualified opportunities.
• Conduct research and sourcing to identify net-new accounts within defined segments and support proactive outreach initiatives.
• Maintain lead hygiene, track conversion performance, and ensure timely follow-up on inbound and event-driven leads.
• Use automation tools and AI to streamline outreach, fill in missing lead data and improve efficiency.
• Provide structured feedback to Marketing and Sales on lead quality, segmentation, and ICP alignment.
• Identify recurring patterns and opportunities from outreach performance to inform campaign refinement and target prioritization.
• Share insights from interactions with prospects to continuously improve targeting accuracy and messaging relevance.
• Collaborate with Marketing on post-event follow-ups, ABM campaigns, and nurture programs, ensuring leads are activated, followed up, and routed to the right AEs.
• Manage lead and opportunity tracking in Salesforce, ensuring data accuracy and complete visibility.
• Monitor conversion metrics and support reporting for pipeline reviews and forecasts.
• Identify potential pipeline gaps and propose tactical improvements.
• Work closely with Account Executives and Sales Leaders to align on priority accounts, outreach cadence, and messaging.
• Partner with Marketing and RevOps to streamline tools, handoffs, and reporting workflows.

Sales Development Representative

Backend Engineer

• Be a key driver in building and scaling our AI-powered applications.
• Work closely with other engineers to develop and implement innovative solutions.
• Take part in our on-call rotation.

Senior Manager – Customer Support

Senior Manager, Customer Support

Product Operations Lead

AI Implementation Specialist

Sales Development Representative

Senior Software Engineer, AI, Python